Bixxus Return and Refund Policy

eGift cards

As these are digital codes, we cannot accept returns of gift cards in any case.

Refunds in cryptocurrencies may proceed only in the following cases:

Did not receive the code. In the event of a technical error that results in the Product not being delivered to the Customer, we will reimburse the Customer for the funds in full in the Bixxus wallet or with a refund transaction in the same cryptocurrency.
The code you received is invalid. In this case we will direct the case to the supplier of that product and only the supplier can determine whether to accept the refund or not.
In case of overpayment, a Customer may also request a refund for the amount overpaid, deducted from any transaction fees.
Underpayment. In this case, the customer may also request a refund of the funds sent if he/she does not wish to complete the payment. In this situation the customer will bear the blockchain costs.In some cases we may ask the customer for identity validation to process refunds or if they exceed purchase limits on products that have them.

Bixxus will not refund a card purchase order if one of the following problems occurs:

The User does not comply with the Terms or other policies of the Card Issuer regarding card redemption. For example, Bixxus will not reimburse Users who have exceeded usage limits for certain applications, or who use VPN for cross-border transactions or violate other Issuer anti-fraud policies. It is very common for Amazon or Google Play to block funds reloaded in geographic locations other than those assigned to the card or code. In these cases, Bixxus will not reimburse the funds nor is it able to intercede with the brand to get the funds released.
The user provided incorrect contact or delivery information, which resulted in the Product being delivered to the incorrect recipient. For clarity, if the User provides an email address of another person, the transaction will not be refunded.
We suspect a fraud attempt, request identity validation and the customer is unable or unwilling to present and pass the validation.
The user violated these Terms.

Cryptocurrency sales

A cryptocurrency sale order may be cancelled and refunded in the following cases:

The order has not yet been completed. Before an order appears completed, the customer can cancel it and request a refund. In this case you must bear the cost of sending the corresponding blockchain.
We were unable to complete the order. In the event that we are unable to complete the order due to bank availability or other reason, the customer may request a refund, in which situation Bixxus assumes the costs of shipping the blockchain.
In case of overpayment, the Customer may also request reimbursement of the amount overpaid, net of transaction fees.
Underpayment. In this case, the customer may also request a refund of the funds sent if he/she does not wish to complete the payment. In this situation the customer will bear the costs of the blockchain.

We cannot make refunds in case the customer mistypes the bank account information, Nequi number or other applications. We also cannot do anything in these cases to try to recover the funds, and it is up to the customer to contact the bank.

Payment of invoices

A bill payment sales order may be cancelled and refunded in the following cases:

The order has not yet been completed. Before an order appears completed, the customer can cancel it and request a refund. In this case you must bear the cost of sending the corresponding blockchain.
We were unable to complete the order. In the event that we are unable to complete the order due to bank availability or other reason, the customer may request a refund, in which situation Bixxus assumes the costs of shipping the blockchain.
In case of overpayment, the Customer may also request reimbursement of the amount overpaid, net of transaction fees.
Underpayment. In this case, the customer may also request a refund of the funds sent if he/she does not wish to complete the payment. In this situation the customer will bear the costs of the blockchain.

We cannot make refunds in case the customer mistypes the invoice payment information and somehow the money has been lost.

Recharges to other platforms

A recharge order to other platforms such as DirecTV, AstroPay or others may be cancelled and refunded in the following cases:

The order has not yet been completed. Before an order appears completed, the customer can cancel it and request a refund. In this case you must bear the cost of sending the corresponding blockchain.
We were unable to complete the order. In the event that we are unable to complete the order, the customer may request a refund, in which case Bixxus assumes the costs of shipping the blockchain.
In case of overpayment, the Customer may also request reimbursement of the amount overpaid, net of transaction fees.
Underpayment. In this case, the customer may also request a refund of the funds sent if he/she does not wish to complete the payment. In this situation the customer will bear the costs of the blockchain.

We cannot make refunds in case the customer mistypes the recharge data and the money has been lost.

General terms of reimbursement

Bixxus will not refund an order if we suspect attempted fraud, request identity validation and the customer is unable or unwilling to submit and pass validation.
Determining whether the User is entitled to a refund can be complicated and time consuming. Bixxus often has to communicate with different partners, often in different time zones, and analyze technical records. Bixxus shall also verify that there is no attempt of fraud by the User. While most refunds are completed within 2 business days, Bixxus reserves the right to a period of 2 weeks from the day the problem occurred to investigate the problem and decide whether or not to apply the refund. Cooperation on the part of the End User, such as providing additional information as requested by Customer Service, generally results in a faster refund process.
Bixxus makes refunds with a refund transaction back to the User in the same Digital Currency as the original transaction to the Wallet Address provided by the User. Customer Service may offer the User the possibility of receiving a recharge to the Bixxus wallet, the Product initially ordered or an alternative Product instead of a refund.
Partial Payments may occur when Users submit an insufficient amount of cryptocurrency needed to complete the transaction. The User will be automatically notified by e-mail that the amount is not sufficient to pay for the Product ordered. Customer Service will offer the User the possibility to send the missing amount necessary to complete the transaction, or refund the cryptocurrencies. In the latter option, the client will pay the applicable commissions.
Any attempt by Users to obtain Products or refunds fraudulently is considered a crime, and as such will be reported to the competent authorities.
Once an order is completed, no refunds are offered in any case.
The customer has 30 days from the date of payment to request a refund. In order to request a refund or any other information, the User must create a support ticket or write to us at soporte@bixxus.com.